NTT

1 month ago

Helpdesk Analyst-ITIL

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Provide expert-level helpdesk and technical support, leading resolution of complex incidents and serving as an escalation point for the team. Drive operational excellence through collaboration, documentation, and knowledge sharing, while applying ITIL practices across incident, problem, and change management. Perform advanced troubleshooting and root cause analysis across domains like networking, cloud, OS, databases, and security. Manage team operations and performance, and improve processes via automation and technology adoption.

Location: Bengaluru

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Provide expert-level technical support and lead resolution of complex issues.
•Act as a technical authority and escalation point, collaborating across teams to improve service quality.
•Document solutions and processes, contribute to knowledge sharing, and maintain strong SOP/knowledge base content.
•Perform advanced troubleshooting and root cause analysis across networking, cloud, OS, databases, and security domains.
•Lead team operations and performance, delegate tasks, drive process improvements, automation, and technology adoption.

Key Requirements

•Provide expert-level technical support and lead resolution of complex issues.
•Have working knowledge of ITIL processes, including incident, problem, and change management.
•Use and manage ticketing systems such as ServiceNow.
•Demonstrate advanced troubleshooting and root cause analysis across domains like networking, cloud, OS, databases, and security.
•Strong documentation skills for SOPs and knowledge base; capable of coaching and leading team operations and performance.

Skills:CommunicationReportingMentoringConflict resolutionStrategic thinking

Tech Stack:ITILServiceNow

Company Brief

NTT

Dimension Data, operating under NTT Ltd, provides managed IT services, cloud and data center solutions, networking, cybersecurity, and digital transformation services to enterprise customers worldwide.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: London, United Kingdom

Founded: 1983

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

NTT